UC Migration challenges and future of communication for Higher Education

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1 UC Migration challenges and future of communication for Higher Education

2 About Me Sami Ghias Telephony Services Leader Coventry University

3 Agenda Coventry University Communications Infrastructure Enabling VoIP and Legacy PBX to work together Next Generation Switchboard Transitioning from ISDN to SIP A-Level Clearing Setup Enabling Services UC - Future for Higher Education

4 Coventry University Communications Infrastructure Siemens isdx Cisco Communications Manager Phones across campus Analog, Digital and VoIP Cisco Network Infrastructure Multiple ISDN 30 Trunks SIP Trunks through Janet

5 Coventry University Communications Infrastructure Siemens isdx PSTN 30 Ch PSTN 60 Ch Alan Berry PSTN PSTN 30 Ch 30 Ch 30 Ch 120 Ch 30 Ch Techno Centre 60 Ch 30 Ch 30 Ch William Morris 60 Ch 60 Ch Charles Ward 30 Ch 30 Ch Richard Crossman 30 Ch Innovation Centre Gulson Road Student Centre 30 Ch PSTN Switchboard Console Alma

6 Coventry University Communications Infrastructure Cisco Infrastructure UCS Platform PSTN Alan Berry PSTN PSTN CUCM PSTN 30 Ch 30 Ch 30 Ch Techno Centre UCCX 60 Ch 30 Ch Voice Gateways VG William Morris 60 Ch 60 Ch Charles Ward 30 Ch 30 Ch Richard Crossman Student Centre PSTN Switchboard Console Alma VG Primary DC Backup Data Centre PSTN VG VG PSTN PUB SUB1 UCCX1 SUB2 UCCX2

7 Enabling VoIP and Legacy PBX to work together Challenges Integrate Cisco Communications Manager with Siemens isdx Enable Cisco VoIP handsets with new DID range Switchboard that can handle CUCM and isdx calls

8 Enabling VoIP and legacy PBX to work together Integrate Communications Manager with isdx xxxx 10k numbers CUCM 9.1 Westell GW ( xxx) ( xxx) 2000 Numbers Westell GW isdx L Charles Ward xxx 1000 Numbers CUCM 9.1 Cisco VG30D WM Student Centre DX

9 Enabling VoIP and legacy PBX to work together Expanding DID Range Old DID Range on Siemens xxxx 10k numbers XXX XXX CUCM 9.1 Westell GW ( xxx) ( xxx) 2000 Numbers XXX (3000 Numbers) Westell GW isdx L Charles Ward xxx 1000 Numbers New DID Range on Cisco CUCM 9.1 Cisco VG30D XXXX (10,000 Numbers) WM Student Centre This enabled extensions to be dialled using old and new numbers during transition.

10 Switchboard Previous Setup xxxx 10k numbers AC Win 4 Clients CUCM 9.1 Westell GW ( xxx) ( xxx) 2000 Numbers Westell GW isdx L Charles Ward xxx 1000 Numbers CUCM 9.1 Cisco VG30D WM Student Centre DX

11 Next Generation Switchboard PBX Estate New Setup BTS Commsware Handles CUCM calls using SIP Integrates with isdx using the ApplianX Gateway Call Director integrates with Microsoft Lync and Exchange to get presence meeting details of user. Call recording functionality Location independent Agents PUB SIP Trunk Primary Call Director Server Westel Gateway ApplianX Gateway SIP Trunk DPNSS SIP Trunk isdx L SIP Trunk Call Control Failover Call Director Server Call Control DPNSS ApplianX Gateway CommsWare Server (SQL) Agent PC Agent Desk

12 Transitioning from ISDN to SIP Challenges with DID Numbers Redundancy Issues with DID numbers DID numbers had limited capacity and could not be expanded due to aging equipment at telco end Lines could not be increased for Clearing period Expensive Cloud based Queuing

13 Transitioning from ISDN to SIP Coventry University is using Janet SIP Trunks Reduced cost of provisioning ( +no additional line charges) High Availability through redundant Janet links. SIP Service Provider is dual connected to Janet POPs. Quick provisioning of Service Reduced TCO Reduced call charges Flexibility to increase or decrease channels Additional services like Cloud based Queuing at competitive price.

14 A-Level Clearing Calls sent from Telco to Coventry University Gateways forward calls to Queue-1 If Queue-1 is full calls are forwarded to Queue-2 If Queue-2 is full calls are forwarded to Queue-3 2 Sir William Lyons A Primary Data Centre PSTN Queue 1 Queue 2 Queue 3 1 External Callers Student Centre Student Centre Richard Crossman B Backup Data-Centre 7 5 C Maximum of 100 calls can be Queued in each Queue. Maximum wait time of 60 minutes in Each Queue A Primary Data-Centre B Backup Data-Centre C Clearing Hotline in Student Centre Buildings D Departments/Faculties 1 External Callers call University Number 2 Calls from PSTN to Voice Gateway Accommodation team gets calls from internal Queue Calls from Queues are sent to Logged-in Hotline Agents 8 Accommodation Queue Clearing Hotline 6 Hotline Agents transfer calls to Faculties/Courses 3 Gateways forward calls to Queuing System 4 Calls forwarded from one Queue to next D 5 Calls transferred from Queue to Clearing Agents 6 Calls transferred to faculties 7 Calls Queued for Accommodation team Accomodation Team A&D HLS ECB CUC BES 8 Transfer calls from Sub-Queue to Accommodation team

15 Enabling Services Unified Messaging using Exchange 2013 Missed Calls Notifications Voic on Phone and using Exchange 2013 IVR Services using Microsoft Exchange

16 UC - Future for Higher Education SIP based services for Location independent Workers. Microsoft Lync, Sharepoint and Skype for collaboration between international researchers and remote workers. Integration between Microsoft Lync and Phone systems. Cisco/Polycom Video Conferencing Solutions for Telepresence (purpose built video conferencing rooms).

17 Q & A Sami Ghias Telephony Services Leader sami.ghias@coventry.ac.uk

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